ComplaintsforPhil Long Hyundai Chapel Hills LLC

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From July 2023 to February 2024, I contacted the dealership on a monthly basis to ensure that work would be able to be completed on my vehicle prior to the expiration of a corporate extended Warranty. After 8 months of me attempting to contact the dealership, the vehicle was scheduled to be brought in and the work was finally completed, however, upon inspection of the phone records and emails it is blatantly obvious the dealership was attempting to void the warranty so they would not have to complete the work. The work was eventually completed after 8 months but additional damage was on the car as a result and the dealership took no actions to remedy even after calling them to let them know. I have records of every phone call between myself and the dealership and not once did the dealership attempt to contact me to give me an update on the situation or attempt to schedule the work. It was not until I got in contact with the ** that any progress was made and then the work took them two weeks to complete and damaged other areas of the vehicle. I made contact at least once a month and left voicemails only to maybe get a returned call a week or more after I had initiated contact with the dealership. The Service Manager and ** made false attempts at trying to potentially correct this blatant negligence only to again stop providing any contact or updates to the situation.

  Business response

  04/17/2024

  In response to your complaint, it is correct that it took several months to complete the repair. Hyundai has a specific paint process that must be followed. We submitted the request to Hyundai for authorization to repair his vehicle. We then searched for a repair facility that would accept the estimate that we were given from Hyundai to perform the repair.  Due to the many hailstorms, we had here in Colorado Springs last summer there was a delay at the body shop in getting an appointment scheduled. Once we were given the appointment date, we then contacted ******************** and explained it would take approximately two weeks to complete the repair. During the repair process there were additional panels on the roof that required refinishing. We authorized the additional repair, also to install a new windshield. ******************** implied that the delay was to void his warranty, however, we do not have the ability to void the warranty on any vehicle and would never attempt to do so. When ******************** arrived
  to pick up his vehicle our Service Director with him and explained the lengthy process and delays and apologized for any lack of communication and inconvenience.        

  Customer response

  04/19/2024

   
  Complaint: 21581644
  
  I am rejecting this response because:

  A lengthy warranty process does not constitute ~8months of no communication or additional damage to the vehicle to complete the warranty work.

  In regard to the warranty itself, directly from Hyundai's website.

  The warranty coverage for certain 2018 model year Elantra, Sonata and Santa Fe Sport vehicles has been extended to 5 years from the date of original retail delivery or date of first use with unlimited miles.

  Initial contact and estimates were made and completed prior to being outside of the warranty. It is at this point that the lack of communication and attempts to delay long enough to be outside the warranty window started effectively attempting to void the warranty. Additionally, the warranty covers the entire vehicle but that was not honored and only portions of the warranty were completed. Upon receiving the vehicle back, comments were made indicating that there was additional paint warranty work that should have been completed. At this point, my vehicle is outside the warranty window, and I do not see the dealership honoring that warranty nor do I trust them to complete work in a timely manner or effectively communicate the actions that they may be taking.
  
  Sincerely,
  
  ***************************

  Business response

  04/22/2024

  In response to your comment:

  
  I want to be completely transparent; Hyundai only approved a certain amount of funds that unfortunately made it difficult for the body shop to accept the Hyundai approved amount. **************** did in fact call in a favor to facilitate the work needed by the body shop (they were very inundated).  Your allegation of lack of communication is inaccurate. **************** and I have called and left several messages with no response.  Currently, I feel there is no additional work or compensation due to the fact that the local body shops are approximately 6-9 months out with hail and wind damaged work.

  *****************************.

  Customer response

  04/26/2024

   
  Complaint: 21581644
  
  I am rejecting this response because: I still maintain records that indicate only a single attempt has been made since I began this process to reach me. As I have extreme lack of confidence in the dealerships ability to treat me with dignity and respect, I find it very difficult and frustrating to return calls when I will face a similar situation as when the process initially began where I call only to be sent to voicemail with no calls returned. At this point, I don't believe I will get an upfront and honest answer for the reasons in which "favors" led to multiple different aspects of my vehicle being damaged. It has been apparent that I am not valued as a customer at this dealership. When I finally received my car back, I was told I would have follow-up conversations from the Service Manager and GM which that never happened. I in good faith, gave them another chance to correct the situation and was dismissed and disrespected once again, I have also had to contact my phone carrier to correlate phone records that no contact is occurring. I initiated contact a month after the initial work to indicate the damage I had discovered that should have been found upon inspection and return of my vehicle to me but was once again dismissed. Given the lack of respect and dismissive nature of the dealership, I can no longer standby and allow others to face a similar experience and will never recommend this dealership to any of the hundreds of subordinates under me in the military that will inevitably need a vehicle. My vehicle still has damage from the "favor" this dealership believes they did for me, and no attempt has been made to correct it even after giving notice.  It is obvious from the responses in this complaint alone, that the staff will continue to be dismissive and enact retribution for the simple act of bringing awareness through complaints and reviews of the terrible experience I had.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am financing a Hyundai volester ******************************************************* problems it wouldn't go over 40 miles an hour and it would shut off on me I visited the dealer several times letting them know now my engine is blown and now I was told that they had put a new engine in 2018 if I knew that I would have never purchased this vehicle I also asked the to exchange the vehicle and give me another and they told me I had to come up with 2 to 5 thousand dollars I'm on disability they know I don't have that kind of money please help don't know what else to do and now I having to pay for a vehicle that is not running

  Business response

  11/30/2023

  Hello *************,

  We are sorry to hear about the vehicle issues you are having.  ***************************** (General Manager) was able to get information from the car warranty company.  They did inform him that unfortunately the turbo recommended is not covered. Please let me know if you would like to schedule an appointment to speak with **** about options available.  You can contact me at ************.

  We look forward to hearing from you.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership owes me a refund for $2,120. I have attached the supporting document for it. I sent the cancellation form to a ************************* at that dealership and I still haven't heard back from them. It's been over 12 weeks, and the refund form ****** that refunds are usually processed within 3-6 weeks. I have tried multiple times to call, and even the Hyundai Corporation case managers who were working my case have tried to reach out to this dealership, but they have been ignoring our calls and refuse to settle this. I was advised by the Hyundai Corporation case managers to report this to BBB, so a resolution can be reached.

  Business response

  05/22/2023

  Good afternoon,

  We apologize for any inconvenience. We have your cancelation request email dated February 15,2023 and our response email dated February15, 2023.  Attached you will find the copy of the refund payment sent to ENT ************ (your lienholder) for $1.307.05 on February 21, 2023. Any refunds are forwarded to the lienholder.   Again, we apologize for any inconvenience this may have caused.  Please do not hesitate to contact ***************************** (General Manager) or myself *************************** at ************ if you have any questions. 

  (Please see attachment)

   

   

  Customer response

  05/22/2023

   
  Complaint: 20089073
  
  I am rejecting this response because:

  From the attached documents, you can review that I have not been in possession of the vehicle since October of 2022. I traded that vehicle in. So, I should have received the refund. And also, you can review from the attached documents that I am owed a refund of $2,120 (maintenance plan + windshield repair). ENT ************ has nothing to do with that. Also, you can review from the documents provided that once the trade-in was made, my ties with ENT credit union ended. 

  Please provide the refund to the address that I have on the cancellation form. And please provide the correct amount. $1307 does not seem to be the correct amount as I never used the maintenance plan that I had purchased. 

  Sincerely,
  
  *********************

  Customer response

  05/23/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  1. You can tell from the attached Proof of trade-in and the Cancellation form that the **** is ***************** (refer to attached proof of trade-in and cancellation form doc.)

  2. The refund that was provided to the lien holder by the Dealership does not match that **** (refer to attached Lienholder refund doc.)

  3. Upon cancelling the policies after my trade-in I was informed that the dealership owes the refund (refer to "dealership owes refund doc.)

  4. I do not want to pay $100 for something that the dealership is clearly in the wrong, and have the wrong VIN # on file. I just want the refund for the Secure windshield and the Maintenance plan as I was promised by *************************. It totals $2,120.

  Regards,

  *********************

  Customer response

  05/24/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  *********************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my Hyundai IONIQ, which is under lease, in for service on 12/21/22. During that time the radio was evaluated and determined to be faulty. I was told it would be covered under warranty, that they would order the new radio, and follow up in a week with more information. Since that time, I have had zero communication on my warranty issue. I have texted the service rep, called the main line, and sent messages on the website asking for someone to contact me. I am always told that the service rep is unavailable but will call me right back. That has never happened. I called asking to speak to the service manager and was told they were unavailable but would call me right back. That never happened . I called and asked to be connected to the ** and was told they dont give out his information. Between my wife and I, we have attempted to get a response from the dealership well over a dozen times over the past 4 months. No one will ever call me back or give me any information about my warranty issue.

  Business response

  04/14/2023

  We spoke with **************** and have made arrangement to have the part ordered and installed.  **************** is pleased with the arrangement.

  Customer response

  04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/21/22 my car went into the dealership for an engine replacement it took two month to fight with claims just to get it covered by warranty ever since then Ive been waiting on an engine to be delivered. Ive been calling weekly every month here we are December 15 and yet no one knows the dealership nor Hyundai company service claim service knows where this engine is or if its even delivered so Im High sight I been carless since September 21. Offered no loaner or anything for my trouble even tho its covered under warranty

  Business response

  12/15/2022

  Vehicle was towed to the dealership on 9/21/22 for earliest appointment on 9/26/22.  Technician discovered no oil in engine.  Century (extended warranty) claim started #MS1232841 9/27/22.  Century claim adjuster requested service maintenance records.  Century supervisor approved engine replacement, however upon further research engine is discontinued.  On 11/01/22 & 12/09/22 Hyundai Chapel Hills confirmed new or reman engine still discontinued and unavailable.  Hyundai of Chapel Hills (dealership) unable to locate a usable, low mileage engine.  Century was authorized to locate suitable (1 year-****** miles) engine. Century is paying for engine and replacement cost, customer is to pay $200.00 dollar deductible.  Loaner / rental not provided by Hyundai due to third party extended warranty claim (engine discontinued). We will update and keep customer informed of any and all updates moving forward.

   

  Customer response

  12/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle but decided to keep my rims. They did not change out my full size spare and when asked about it they said they shipped the trade in off already. I asked about compensation because the full size spare they didn't switch is useless and leaves me without an emergency. This is a safety hazard. After multiple attempts to get compensated I am still without a useable spare. This vehicle carries a full size spare which is expensive to replace.

  Business response

  10/03/2022

  All work was completed per the customers request. We took the wheels off the vehicle that was traded per the customer request I'm willing to speak with the customer and have attempted contact three times.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***************************, and I am writing you to voice and make you aware of some terrible customer service at ***************** ********************** of *****************************************. I recently purchased a 2019 **** Fusion Hybrid from this dealership. The vehicle had a few issues that I requested to be repaired, the sunroof was cracked very badly, the wheels had a lot of curb rash, and the driver's seat had a large tear in the leather. The Sales Manager ***** agreed to take a look at these items and eventually agreed to having them repaired. I trusted ***** and purchased the vehicle at full asking price.The wheel repair was first. A gentleman came to my house, ground all of the curb rash out of the wheels and painted them. The repair looks pretty good, although the paint is not very even and somewhat spotty. I can live with the repair.The sun roof and leather repair were next. It took ****, who I was told was the service manager, about two weeks to source the replacement glass for the sun roof. I dropped the car off to be repaired and went to pick it up the following afternoon. When I arrived, it took the service team close to 15 minutes to locate my keys, no big deal just kind of frustrating. I walked out to my vehicle and then reviewed the repairs. The sunroof glass had been replaced with what would appear to be a used piece of glass. Although the glass has some scratches in it, at least it wasn't cracked. Now the main reason for this email is the leather seat repair. The tear in the driver's seat was pretty large, and realistically the entire leather skin would have needed to be replaced. The repair performed might possibly be one of the worst attempts to repair leather ever. Some sort of liquid vinyl has been smeared into my ventilated leather seat. It is so thick that you can feel it when you sit on it. I brought the Sales Manager ***** out to look at the repair with me, and he agreed it looked awful. He said he would contact me on Monday, it's now been a month with no response.

  Business response

  09/07/2022

  I have had a meeting with the customer and we agree that the repair was not completed correctly and are going to complete the repair on the seat. Seat has been ordered. *****************************, General manager.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25th, 2022 I went to ***************** Chapel Hills Hyundai in ****************, ** to trade in my 2016 Jeep renegade. The sales person that was helping me ********************* helped me find the 2020 Kia **** on his lot after he did not have any brand new Hyundai's specifically any brand new Hyundai Elantra's the car I was originally looking for. After test driving the 2020 Kia **** GT line I decided to purchase the vehicle and trade in my Jeep to them. ********************* went on the test drive. We did a normal test drive and every thing seemed fine driving the vehicle around the dealership block. He showed me the car fax which did not have any significant repairs or problems listed. After purchasing the vehicle when I put the vehicle in reverse the next day on June 26, 2022 the breaks were making a squeaking noise every time I was in reverse and put on the breaks. Also the vehicle felt like it was going to stall every time I drove it at low speeds. And it also shakes abnormally at low speeds. Or it shakes when you have your foot off of the accelerator and your foot off of the breaks. Since the car is still under ***'s manufactures warranty I decided to have them take a look at the vehicle as soon as I could get it to them. The certified Kia technician looked at the breaks and found that aftermarket pads were installed in the rear. He noticed upon inspection the pads were not installed correctly and caused a torn boot on the passenger rear caliper. When I called the sales person ********************* about the issue with the breaks he said "Didn't I show you the service paperwork that was done on the vehicle when you were here". I never saw this paper work that he says he showed me and nothing about a break repair was listed on the car fax report. He also said we sold you the vehicle as is and he would ask his manager if they could help me. I have yet to hear about any remedy to help me fix my breaks after they were improperly installed causing severe damage to them.

  Business response

  08/18/2022

  We brought customer in and looked at the brake concerns. We found the caliper dust boot had a tear in it ordered parts for repair. Parts came in on Thursday the 11th and customer has an appointment tomorrow at ****** for the replacement of rear pads and dust boot on caliper.  Customer is seeing me directly when he comes in.
  
  Thank you,
  *********************
  Service Director
  Phil Long Hyundai Chapel Hills and ***************************
  
  
  1540 **************                            office **************
  ****************, ** 80920                  main  **************
  *************************

  Customer response

  08/19/2022

   
  Complaint: 17668675
  
  I am rejecting this response because: I took my vehicle in to ***************** hyundai to get the necessary repairs made twice because they did not have the parts to fix them correctly. When I took my vehicle in after they called me when the parts came in I dropped it off to get fixed. When I got my vehicle back I took it home and noticed that the breaks still have a very loud squeaking sound in reverse and it sounds like it has the same issues that I took the vehicle in for. 

  When I picked up my 2020 Kia **** from them after they said they competed the job the customer service associate I spoke with did not go over any details and rushed me out of their service bay. She stated that she could not explain any work to me and that they were too busy to give me any details about the job and I would have to speak with them another day. The vehicle seems to still have the same break noise as well as funny shifting, and shaking at very low speeds. 

  For the shaking the vehicle is still under warranty through *** and I have an appointment to get it checked out as soon as possible with them. I would like my break issue fixed by ***************** Hyundai correctly. 

  
  
  Sincerely,
  
  *************************

  Business response

  08/22/2022

  As of the 16th of August all work has been completed that customer requested.

  Customer response

  08/22/2022

   
  Complaint: 17668675
  
  I am rejecting this response because: To reiterate what I said in my last response to the BBB the breaks are still making loud squeaky noises in reverse only and the work that was done as of Aug 16th was not explained in further detail. I was rushed out of the service area when my vehicle was finished without any follow up about the work completed on my vehicle. This is an unsatisfactory repair job and again I would like to have them fixed correctly.

  
  

  The vehicle is also still shaking like it wants to stall every time it is at a slow speed.
  

  
  Sincerely,
  
  *************************

  Business response

  08/25/2022

  Chapel hills Hyundai repaired the vehicle to the customer requirements with OEM parts. At this point I'm not sure what we can do to make this customer happy. Tell us why here...

  Customer response

  08/27/2022

   
  Complaint: 17668675
  
  I am rejecting this response because: According to the Action Plan from Chapel hills Hyundai they checked the breaks, and the transmission was checked with no major mechanical failures. This document has been falsified and I do not believe any of the inspections on this document were done correctly after my findings. When I took my car back to a certified KIA ******* center to do a judder test they found that not only was there a failure of the judder test but they found the the dual clutch transmission has to be replaced entirely. It took them a few hours to find out the problem. I am now out of a vehicle for four plus days and have to pay them 266 dollars to change the break fluid , rotate and balance the tires on the vehicle so I do not have any future problems with the vehicle breaks or transmission. These findings show that the dealership did not take the time to inspect the breaks or the transmission adequately and simply falsified a document before selling the vehicle to me. Their handling of this matter has been less than transparent and I would like any cost incurred from this issue refunded to me.  
  
  Sincerely,
  
  *************************

  Business response

  08/29/2022

  Chapel Hills Hyundai performed everything that was stated on the original inspection and action plan. The customer stated the brakes that were replaced were after market so we replaced the brake pads with manufacture parts. Their was a boot that had a tear when it was back in for the repairs that we also replaced. As for the internal dual clutch in the transmission the vehicle worked and shifted properly when I drove the vehicle. I will agree to pay for the fluid change up to ****** dollars. General Manager ************************;

  Customer response

  09/22/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *************************

  Business response

  09/23/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my vehicle into this location around July 3rd for service and my service request was assigned to *****. Issue after issue has arisen and almost a month later my vehicle is not fixed and my calls are not being returned. When calling for another status update I was advised that ***** is no longer with the company. I was never told this, and I was advised that my service request still hadnt been assigned to a new mechanic. I spoke with a supervisor ****? Who said hed call me back, which he never has. Today I called and asked for the service manager **** and was told that hed call me back, which he has not. They said my new service advisor is out due to Covid and will call me whenever he comes back. This facility will not compensate my month without a vehicle, they will not return my calls, and will never let me speak with the service manager ****. I am getting this work done through my extended warranty and I feel like this company is not working on my vehicle because they will not profit off me. Im honestly disgusted with my experience here and I need help.

  Business response

  08/03/2022

  From: ************************ <*************************>
  Sent: Wednesday, August 3, 2022 9:01 AM
  To: *************************** <********************>
  Subject: RE: BBB complaint
  
  *******,
  
  I dont have access to BBB to respond, post the following to BBB.
  
  Customer has been contacted and updated on her vehicle. The vehicle has not been assigned to a new mechanic but has been assigned to a new advisor. Her previous advisor is no longer with the company. The vehicle is down because of parts availability to fix vehicle. Parts are on national back order and extended warranty has not offered alternative parts for vehicle. We do not compensate for customer vehicles that are in for repairs and parts are not available. Customer has left messages at our sister that has not responded because car is not at their location.
  
  Thank you,
  *********************
  Service Director
  Phil Long Hyundai Chapel Hills and ***************************
  
  
  1540 **************                            office **************
  ****************, ** 80920                  main  **************
  *************************
  
  
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in June of this year my car died in the middle of the highway due to an oil leak, which Hyundai sent out a recall notice for. At the time it was only a notice and they did not have a fix. Since then my car has been in and out of their shop because they can't fix it correctly. Now I no longer feel safe driving my car because I can't trust that it won't break down again. Their corporate team told me to get it appraised and they will pay it off, but the chapel hills location said they wouldn't do that and basically told me it's worth nothing. This isn't fair to me to be driving a car that should be lemon lawed and this isn't fair, and their business practice of not fixing the problem and causing more issues needs to be dealt with.

  Business response

  12/17/2021

  In response to ****************** complaint regarding 2011 Hyundai **** **************** *****************, with over ******* miles.
  In regards to customers conversation with Hyundai Consumer Affairs, which per his statement they had instructed him to get an appraisal of his vehicle and they (Hyundai Consumer Affairs), would purchase the vehicle back from him.  ***************** Hyundai of Chapel Hills has not agreed to compensate **************** in any way. If Hyundai Consumer Affairs promised him anything that would between **************** and Hyundai Consumer Affairs. **************** did not purchase the vehicle from ***************** Hyundai of Chapel Hills.
  In closing, we will stand behind any of the repairs that were completed by Phil Long Hyundai Chapel Hills service department.  We will work to ensure the safety of the vehicle regarding the repairs we performed.

  *****************************

  General Manager ***************** Hyundai of Chapel Hills

  Customer response

  12/18/2021

   
  Complaint: 16343695
  
  I am rejecting this response because: their service department has ruined my car. It is no longer safe to drive and they cannot solve the problems with it. Their own service agent (****) quit and stated he was doing so because their teams could not fix the issues their vehicles were having. All ***************** wants is more money, which they've been paid more than enough since June for this car. The bottom line is the car is not fixed and they refuse to acknowledge that. They should not say they stand by the repairs done, because they can't qualify as repairs since they don't fix anything. No I did not buy it from them, but I was forced to deal with them because of the recall notice and my car dieing while I was driving it. While I no longer have any hopes of decent customer service from them,  I do hope they know I have reported their poor practice to the ******************************* Hyundai corporate, and the ******** Attorney General. Case closed. 
  
  Sincerely,
  
  ***************************

  Business response

  12/20/2021

  Response to complaint is included in *********************************.docx attached.    

  Customer response

  12/20/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I am still annoyed by the fact the car no longer works like it did 6 months ago because of the oil leak, I am pleased they apologized to me.  Though I will never be buying a Hyundai again, at least I can say I got some peace out of this situation.  
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩